topic Re: Constant disconnects - restarts and factory resets not helping in Full Fibre

Constant disconnects - restarts and factory resets not helping

TheScutta — Sat, 14 Dec 2024 01:34:08 GMT

Hi,

My connection has been stable for ~2 years now, but a couple of days ago I've been getting disconnects every 40 min to 1 hour, and it is causing me major issues. I have restarted the router, factory reset the router, disconnected devices from the network, and nothing has helped. I also ran the diagnostic via MyAccount, and that didn't find anything. The PCs I'm testing on are connected via Ethernet cable.

I would assume it's either an issue with the router, or, possibly a result of a lot of work being done on my street - we have had Openreach here many times very recently, and I've seen teams messing with the fibre box.

Is there an fix for this? I'm going to have to call tomorrow AM when support is back online.

Thanks,

Paul

Re: Constant disconnects - restarts and factory resets not helping

ferguson — Sat, 14 Dec 2024 01:53:39 GMT

Have you checked the lights on the ONT while this is happening?

Re: Constant disconnects - restarts and factory resets not helping

TheScutta — Sat, 14 Dec 2024 02:32:05 GMT

If that is the white box where the fibre enters the house, yes they don't change. Also, the lights on the router stay white too...it doesn't go orange.

Re: Constant disconnects - restarts and factory resets not helping

Anonymous — Sat, 14 Dec 2024 10:21:24 GMT

@TheScutta wrote:
Is there an fix for this? I'm going to have to call tomorrow AM when support is back online.

Give online support a try i find it easier than phone support.

Scroll down the page to the "chat Now" link.

How to contact TalkTalk Broadband - TalkTalk Help & Support

Re: Constant disconnects - restarts and factory resets not helping

Wigan — Sun, 15 Dec 2024 18:03:37 GMT

Exactly same issue and done same things

Re: Constant disconnects - restarts and factory resets not helping

Anonymous — Sun, 15 Dec 2024 18:26:20 GMT

Exactly same issue and done same things

You need to open a new thread the support staff will not help customers who post in other members threads.

Re: Constant disconnects - restarts and factory resets not helping

Anonymous — Mon, 16 Dec 2024 11:45:54 GMT

Morning TheScutta,

Could you try changing the DNS to see if there is any change please? This would just be a temporary thing to see if it makes any difference and we can feed this back to our team who are investigating.

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply

Please note ; If you currently use any Homesafe services such as Homework Time etc. This will not work whilst you have the DNS set to Google.

Michelle